This technical support policy is an integral part of the General Terms of Service and applies specifically to the Reseller Web Hosting service provided by AltusHost.
It outlines the support channels, hours of operation, supported services, issue prioritization, exclusions, documentation and self-help resources, and feedback and escalation procedures for our Reseller Web Hosting customers.
1. Support Channels
a. Live Chat: Our Live Chat support is primarily intended for smaller problems and quick inquiries.
To ensure the security of your account, it is mandatory to provide a Support PIN when accessing Live Chat.
Without a valid Support PIN, our technical support team will be unable to provide assistance.
The Support PIN serves as a security measure to verify your identity and protect your account.
b. Ticketing System: For all other issues, it is mandatory to open a support ticket through our ticketing system.
Tickets provide a structured way to track and address complex or time-consuming problems, allowing for more efficient handling and better documentation.
2. Support Hours
a. Our support team is available 24/7 to handle issues.
b. Response times may vary depending on the severity of the issue and the support channel used.
3. Supported Services
a. Our technical support covers issues related to the Reseller Web Hosting service, including your initial account setup, reseller control panel (WHM).
b. We can provide guidance on hosting packages, email configuration, and basic website troubleshooting.
4. Issue Prioritization
a. We follow a priority-based system to handle support requests:
Critical: Issues that cause complete service outage.
High: Issues affecting multiple reseller accounts or significantly impacting service performance.
Medium: Issues affecting individual reseller accounts or requiring moderate attention.
Low: General inquiries, feature requests, or non-urgent issues.
b. Response and resolution times will vary based on the priority level assigned to each issue.
5. Exclusions
a. Our technical support does not cover website design, custom coding, or content management for individual reseller accounts. We focus on the hosting infrastructure and server-related aspects.
b. Support for third-party software or plugins falls outside the scope of our technical support. However, we can offer general guidance if possible.
c. Support for end customers of resellers should be handled by the reseller directly.
6. Documentation and Self-Help Resources
a. We maintain a knowledge base and frequently update it with helpful articles and tutorials to assist you in common tasks related to Reseller Web Hosting.
b. Additional materials are available on official cPanel website and knowledge base.
c. We encourage our resellers to explore these resources before contacting our support team for assistance.
7. Feedback and Escalation
a. We value reseller feedback and strive to continuously improve our services. You can provide feedback on our support process through our website or email [email protected]
b. If you feel your support request is not adequately addressed or require further assistance, you can escalate the issue to a supervisor or manager.